Customer Solutions Architect Manager, dbt Labs

• 4 to 6 years of technical leadership experience, ideally in a SaaS or Data Analytics environment
• Experience leading technical teams focused on the customer journey, such as Technical Account Management, Customer Support Engineering, or Solutions Architecture or experience leading CSM teams in a technical environment
• Proven track record in scaling and operationalizing technical customer success or technical account management
• Direct experience with recruitment, interviewing, and decision-making in the hiring process
• Excellent communication skills, both written and oral, with the ability to collaborate across multiple teams
• Enthusiasm for working directly with customers and building world-class post sales teams
• Strong problem-solving skills with a solution-oriented mindset and experience handling conflict with professionalism and grace
• Even if your experience doesn’t perfectly align with the job description, we encourage you to apply—we value potential just as much as a perfect resume

Desirable

• As a Customer Solutions Architect Manager, you will be a key player in helping us to scale our Customer Solutions Architect organization and define the strategy and processes that drive this team
• Your primary responsibility is to lead our EMEA Customer Solution Architects (CSAs) in Dublin, focused on ensuring our customers are maximizing the value they receive from dbt platform to drive customer retention and expansion
• In this role, you will work closely with the Revenue and Solution Architecture teams to execute a regional strategy and work with the global CSA org to develop processes that enhance customer adoption, and ensure seamless collaboration across teams, including Support, Product, Engineering, and Sales
• You will play a key role in managing customer escalations, driving continuous improvements, and cultivating a high-performance team culture
• The CSA organization is still relatively new at dbt Labs, so this role is a combination of leading and scaling the existing team, while also helping to build and scale the CSA organization and operating model
• We strive to maintain global consistency in processes and standards, while allowing for regional differences as required, and you will be a key member of the leadership team in defining these motions
• We are hiring for this role because the team has hit a scale where we will benefit greatly from having an in region leader
• Lead and manage the regional Customer Solutions Architects, which is currently 5 members
• Collaborate with the Global Head of Customer Solutions Architects to drive and execute a global strategy for CSA operations, ensuring a metrics-driven and solution-oriented approach
• Build and scale the team thoughtfully: own recruiting, ramping, and retaining top CSA talent in partnership with the Talent team
• Foster effective communication and collaboration between cross-functional teams, including Support, Product/Engineering, Sales, and Account Management teams
• Ensure proactive and high-quality ticket and incident management, addressing critical customer escalations and managing stakeholder expectations
• Collect and analyze support metrics to identify areas for improvement and to inform strategic decision-making in market
• Maintain regular reporting on team performance, customer trends, upcoming renewals, and support issues
• Build and maintain strong relationships with customers, ensuring satisfaction through regular communication and implementation of corrective actions when necessary

• Interview with Talent Acquisition Partner
• Interview with Hiring Manager
• Team Interviews
• Leader Challenge
• Interview with the Global VP of Solutions Architecture